银行培训材料.docVIP

Part 1 Daily Reception日常接待 Addressing People 称呼 Greetings 问候 Providing Services 服务 Instructions to Fill Out the Forms 填单 Charges 收费 Dealing with Complains 处理纠纷 Confiscating Counterfeit Notes 没收假钞 Greetings 问候 1. Good morning, sir/madam. Welcome to Harbin bank. What can I do for you? 早上好，先生/女士，欢迎光临哈尔滨银行，能为您效劳吗？ 2. How do you do? Sir. Is there anything I can do for you? 先生，您好。请问要办理什么业务? 3. Madam, are you being attended to? 女士，是否有人接待您了？ Providing Services 服务 1. Pardon?/Would you mind repeating your question, please? 请您再说一遍好吗? 2. May I ask your nationality?